Understand Agent and Run Tool actions

Agent and Run Tool actions both help a workflow complete work, but they serve different purposes.

An Agent action interacts with employees using conversational AI. It can ask questions, explain information, collect responses, and use approved tools as part of the conversation.

A Run Tool action performs work directly in another system. It doesn't interact with employees or use AI reasoning. Instead, it calls an integration or API and continues when the operation completes.

Choosing the right action depends on whether the workflow needs a conversation or simply needs to perform work.

How they work

Although both actions can use tools, they do so in different ways.

An Agent decides how to respond based on its instructions and the conversation. If appropriate, it can use one or more approved tools before continuing the conversation.

A Run Tool performs a single integration call. It follows the configured inputs and outputs without making conversational decisions.

Compare Agent and Run Tool

When to use an Agent action

Use an Agent action when the workflow needs to communicate with an employee.

Typical scenarios include:

• Asking follow-up questions
• Collecting missing information
• Explaining the next step in a process
• Confirming information before continuing
• Guiding an employee through a business process
• Using tools as part of a conversation

For example, before submitting a time-off request, an Agent might ask for the requested dates, explain the company's leave policy, and confirm the request before continuing.

When to use a Run Tool action

Use a Run Tool action when the workflow simply needs to perform work.

Typical scenarios include:

• Creating or updating records
• Retrieving information from another system
• Sending data to an external application
• Running an automated process
• Triggering another service

For example, after an employee confirms a time-off request, a Run Tool action might create the request in Workday without sending any additional messages to the employee.

Using both actions together

Many workflows combine Agent and Run Tool actions.

A common pattern is:

1. An Agent collects information from the employee.
2. A Run Tool submits or retrieves information from another system.
3. Another Agent explains the outcome or asks for additional information if needed.

Separating conversation from system actions makes workflows easier to understand, test, and maintain.

Choosing the right action

Use this guide when deciding which action to add.

Best practices

When designing workflows:

• Use Agent actions only when employee interaction adds value.
• Use Run Tool actions for deterministic system operations.
• Keep conversations focused on collecting or explaining information.
• Separate conversational steps from integration steps whenever possible.
• Design workflows so each action has a clear responsibility.